Client Relationship Manager

About Us

At Cast & Crew, we’ve empowered creativity and supported the global entertainment industry for decades. Together with our family of brands - Backstage, CAPS, Checks & Balances, Final Draft, Media Services, Sargent-Disc, and The TEAM Companies – we operate as a combined entertainment technology and services provider offering industry standard screenwriting accounting software, digital payroll products, data & reporting, and a host of creative tools.  The industry continues to move faster than ever, and the need for our expertise, our technology, and our people has never been greater.  We are a production’s best ally every step of the way. #OneCastOneCrew

Position Overview
The Client Relationship Manager will play a pivotal role in managing and nurturing client relationships. This role is designed to provide account management capacity relief to the sales team, enabling them to focus on core selling activities. The Client Relationship Manager will serve as a core customer-facing partner alongside sales representatives and solutions consultants, ensuring seamless customer experience, managing escalations, and driving revenue retention and growth. This role is ideal for individuals passionate about building strong client relationships, resolving complex challenges, and contributing to revenue retention and expansion through strategic account management.

Core Responsibilities

Relationship Development:

·         Build and maintain strong, long-lasting relationships with clients.

·         Act as the primary point of contact for client inquiries and needs, fostering trust and satisfaction.

·         Establish a trusted strategic advisor relationship with each client and drive continued value of our products and services

Customer Service:

·         Provide exceptional service by addressing client concerns promptly and professionally.

·         Collaborate with internal teams to ensure timely resolution of customer issues.

·         Effectively communicate in a team-oriented environment, function as liaison between multiple departments

Product and Payroll Escalation & Resolution Management:

·         Support Product team with user feedback and insights related to new releases of our tools and products

·         Manage and resolve client escalations related to products and payroll services.

·         Coordinate with relevant departments to deliver effective solutions.

Upsell and Account Expansion:

·         Identify opportunities to expand client accounts by promoting additional products and services.

·         Collaborate with the sales team to execute upsell strategies and close account expansion deals.

Communication Skills:

·         Exhibit excellent listening, writing, and presentation skills to communicate effectively with clients and internal teams.

·         Deliver regular updates and reports on account status and resolution progress.

Cross-Functional Collaboration:

·         Partner with sales, solutions consultants, and operational teams to ensure aligned and cohesive client support.

·         Facilitate inter-departmental collaboration to address and resolve complex client challenges.

Key Objectives:

 

Account Management:

·         Oversee and manage assigned client accounts, ensuring their needs are met with a proactive approach.

·         Serve as a trusted advisor, offering insights and recommendations to maximize client success.

·         Provide data analysis reports to our internal teams and clients to deliver proof of value

·         Overall accountability for your customers’ success, which includes increasing engagement, platform demonstrations, client education, satisfaction, and retention

Escalation/Issue Resolution Management and Coordination:

·         Lead the coordination of resolution efforts for escalating client issues.

·         Maintain clear and transparent communication throughout the escalation process to ensure client confidence.

Revenue Retention & Expansion:

·         Drive client satisfaction and loyalty to support revenue retention goals.

·         Contribute to revenue growth through effective account management and upselling strategies.

 

Key Qualifications

·         Proven experience in account management, client relationship management, or a similar role.

·         Strong problem-solving abilities and a customer-first mindset.

·         Excellent interpersonal, written, and verbal communication skills.

·         Demonstrated ability to work collaboratively across functions.

·         Results-driven with a track record of achieving revenue retention and growth objectives.

·         Familiarity with CRM tools, data analysis and performance reporting.

Preferred Qualifications

·         5 years of experience in Customer Success/Engagement/Relationship Management.

·         Industry experience in certification, testing, or related services is a plus.

·         Knowledge of payroll and related product/services is highly desirable.

 

Benefits 

Cast & Crew provides a comprehensive package of employee benefits including: Medical, Dental, Vision, PTO, health and wellness programs, employee discounts, and more! Note: Cast & Crew benefits are subject to eligibility requirements.

Cast & Crew is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

CA residents
Your personal information may be collected in connection with certain services provided by Cast & Crew or its affiliated companies.  A summary of your California privacy rights can be found at: https://www.castandcrew.com/privacy-policy/

Compensation is commensurate with various factors including, but not limited to, relevant experience, qualifications, skills, training, licensure, certifications, geographic cost of labor, and other business and organizational needs. Compensation range for candidates in other locations may differ based on the cost of labor in that location. The compensation range for this position is: $97,000.00 - $130,000.00 per year.

Salary : $97,000 - $130,000